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Call Center Manager

3 months ago

Louisville, United States ZRG Embedded RecruitingRPO Full time

Under the supervision of the Operations Manager, the Customer Contact Center Manager (CCC Manager) will actively maintain successful relationships with customers – focusing on providing the best customer service. The CCC Manager sets a positive tone and environment in the Customer Contact Center and ensures that high service levels are maintained and exceeded. The CCC Manager will work with customer service representative supervisors and other leaders, to provide an escalation point for quick resolution, ensuring adherence to Standard Operating Procedures, and maintains a healthy work environment for all employees.


Responsibilities

  • Leadership
  • Working with the team leads and training manager to ensure the appropriate training, mentorship, and development of the customer service team to ensure professional growth and exceptional service delivery.
  • Foster a collaborative and supportive team culture.
  • Service Quality
  • Ensure high service levels are maintained at all times.
  • Monitor and evaluate customer service performance metrics.
  • Ensure the delivery of prompt, well-informed, accurate, and professionally executed responses to customer inquiries.
  • Implement improvements to enhance the customer experience.
  • Operational Management
  • Provide guidance to the customer service representative team leads/supervisors and other teams.
  • Provide an escalation point for quick resolution of customer issues.
  • Ensure adherence to Standard Operating Procedures (SOPs).
  • Maintain a healthy and productive work environment for all employees.
  • Policy and Process Management
  • Assist in the maintenance, development and implementation of appropriate policies and procedures.
  • Other duties as assigned.
  • This list of responsibilities might not cover everything you'll end up doing.



Qualifications


Education and Experience:

  • Business Degree
  • 5+ years of call center experience
  • 3 years of leadership experience
  • A combination of education and experience will be considered.
  • Proficiency in customer service software and tools.
  • Proficiency in Microsoft Office products.


Required Skills/Abilities:

  • Strong leadership and team management skills.
  • Excellent interpersonal, communication, and telephone etiquette skills.
  • Ability to multi-task and work independently under high pressure, deadlines, and goals.
  • Strong problem-solving skills and attention to detail.


Benefits

We offer a Total Rewards plan designed with you and your family’s health and wellness in mind that includes:

  • Paid days off (i.e. vacation, sick days, bereavement leave)
  • Health and Dental plans
  • Retirement plans
  • Employee and Family Assistance Program (EFAP)
  • Employee referral program


We welcome applicants from all backgrounds, regardless of race, color, religion, sex, veteran status, sexual orientation, gender identity, national origin, age, or disability or any other protected characteristics in accordance with applicable federal, state/provincial, and local laws. We're committed to creating a workplace where everyone feels valued and respected.


We appreciate all responses and will acknowledge only those being considered for an interview.

We respectfully request no calls or unsolicited resumes from Agencies.